Net Promoter Score (NPS) has gained traction across industries as a go-to metric for gauging client satisfaction and loyalty. This one-question survey—asking clients how likely they are to recommend a firm—provides a snapshot of client sentiment, yet, for Architecture, Engineering, and Construction (AEC) firms, relying solely on NPS can be limiting. While the metric is useful, it lacks the depth needed to cultivate exceptional client experiences and foster loyalty in the complex, relationship-driven AEC industry.
Tag: Grow Revenue
Feedback Quadrant: The Missing Axis of Information for Project Success
If you’re managing a professional services firm, you’ve probably reviewed profitability, revenue, and more—all mapped across an axis of time. But have you considered how your clients perceive the success of your projects?
Using Your Customer Feedback Program to Identify Referrals
Research, relate, and react to promoters so they become a referral source for more business within their own company and with their connections at other companies.
Overcoming the Cross-Selling Hurdle
Although cross-selling can be an easy way to increase revenue, lower marketing costs, and extend your firm’s relationships with your clients, getting buy-in from your team members is often challenging. Do any of these statements sound familiar? “We’re leaving revenue on the table.” “Do your clients even know we offer other services?” “The more services […]
7 Words for Framing Client Feedback: Interesting – I Wonder Why They Said That
Have you or a staff member ever received challenging or critical customer feedback and immediately felt anxious or reacted defensively? It can be difficult to avoid these natural human reactions and take the time to view the feedback more openly and constructively. Framing feedback is key to responding to challenging customer feedback effectively. As easy […]
Less = More: Grow Revenue with Fewer Clients
Imagine you could: • Drastically reduce the number of client relationships each project manager must handle, • Skyrocket individual project profitability and overall revenue growth, • Offer clients a superior experience working with your firm, and • Drastically decrease the risk of key talent burnout (or worse) – all without doing a large-scale hiring of […]
10 Mistakes Professional Services Firms Make When Hiring a Customer Experience Professional
You may have read my last blog, “11 Reasons CX programs are doomed to fail”, but if not, I highlighted the number of reasons why CX programs are failing across the professional services industry. I decided it may be a clever idea to follow up with this blog as a good place to start next… […]
What is Share of Wallet and How Can Your Firm Increase It?
While traditionally associated with retail, understanding share of wallet is also crucial for maximizing the profitability of professional services firms. Clients have preferences, and your firm should ideally be their go-to choice. However, repeat business and client satisfaction alone don’t tell the whole story. If clients are turning to competitors for a significant (or any) […]
“Exceeding Expectations”: Why You’re Wasting Wins With an Empty Promise
We’ve all seen it on countless competitor websites: “We strive to exceed our clients’ expectations!” It’s a seemingly innocuous statement, a badge of honor in many industries. But what if there’s a better approach? What if exceeding expectations, while well-intentioned, actually undermines your value proposition? This article challenges the traditional “exceeding expectations” mantra used throughout […]
Best Practices for Sending Customer Feedback Surveys
In the world of customer feedback surveys, there exists a prevalent misconception that merely soliciting input from customers is enough to drive business growth, enhance customer experience, and align with expectations. While customer feedback is undeniably valuable, this belief oversimplifies the process and ignores the nuanced strategies required to effectively gather and utilize feedback. To […]